PPeiqingqingTitle: The hardware facilities are excellent, but the service details need to be improved urgently, and the management hopes to pay attention to it.
As a tourist who has requirements for the accommodation experience, this stay is more complicated. Objectively speaking, this homestay opened by Quanzhou Expressway is indeed remarkable in terms of hardware:
· Environment and hygiene: The design of the homestay is stylish, the environment is quiet, and the rooms are clean and tidy. This is worthy of recognition.
· Geographical location and facilities: Safe and reliable location, convenient to go anywhere at the high-speed port, wide venues, convenient parking.
However, the most core ”service” link has brought a very poor experience, mainly concentrated in the check-out link:
1. The check-out method is blunt: At around 12 noon, we received a reminder from the front desk staff urging check-out. The tone was urgent and not negotiable, and there was a little irritability (only representative of my personal feelings) that lacked the patience and temperature that the service industry should have. This moment breaks the holiday's sense of relaxation and makes people feel disrespected.
2. Lack of service flexibility: As a homestay that should be positioned to provide a warm experience, not a fast hotel, there should be a certain flexibility in communication space in the check-out time (for example, ask guests about their trip today, whether they need luggage storage, etc.). But the staff is bluntly enforcing the ”12 points” rule, lack of flexibility.
Summary and recommendations:
We understand that homestays may have a background in state-owned enterprises and operating norms. But since they are facing the public market, they should follow the market law and the essence of the service industry - ”people-oriented”.
It is recommended that management pay attention to the service training of front-line employees:
Optimization process: Can you remind the check-out time when guests check in and ask if there are special needs?
· Improve skills: Even if you urge check-out, can you use the words ”Hello, excuse me, what time is it convenient for you to check out? We can arrange follow-up cleaning for you” to communicate?
I sincerely hope you can rectify it. After all, excellent hardware is a signboard that attracts guests, but only with intimate and thoughtful service can guests really stay and be willing to recommend to friends. Looking forward to your improvement, we will continue to pay attention.
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